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About Salesforce

Salesforce is a cloud-based CRM platform used to manage customer relationships, sales pipelines, support cases, and more. Connecting Salesforce to Serval enables automated workflows for managing accounts, contacts, cases, and other Salesforce objects directly from your service desk.

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What the Salesforce integration enables

CapabilityDescription
Automation workflowsQuery and manage accounts, contacts, cases, opportunities, and other Salesforce objects
Anything defined in the Salesforce REST API can be accessed through Serval.

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Salesforce Configuration

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Prerequisites

  • You must have admin access to your Salesforce org
  • Your Salesforce edition must support API access and Connected Apps

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1. Create an External Client App

1

Open External Client App Manager

In Salesforce, go to Setup. In the left sidebar under Platform Tools, navigate to Apps → External Client Apps → External Client App Manager.
2

Create the app

Click New External Client App in the top right. Enter a name (e.g., “Serval Integration”) and fill out the required fields.
3

Enable OAuth

In the API section at the bottom of the page, click Enable OAuth.
4

Configure OAuth settings

  1. Toggle Enable OAuth on
  2. Enter a callback URL — use https://serval.com (this won’t be used but is required by Salesforce)
  3. Select the OAuth scopes you need by moving them into the Selected OAuth Scopes box
At a minimum, select scopes that cover the Salesforce objects your workflows will interact with. You can always update scopes later.
5

Enable Client Credentials Flow

Under Flow Enablement, toggle Enable Client Credentials Flow on.
The Client Credentials Flow toggle is required for the Serval integration to authenticate. Make sure it is enabled before saving.
6

Save the app

Click Save to create the External Client App.

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2. Retrieve Your Client ID and Client Secret

  1. After saving, go back to the OAuth settings for the app you just created
  2. Click Consumer Key and Secret
  3. You may be prompted to verify your identity again
  4. Once verified, you’ll see two values:
    • Consumer Key — this is your Client ID
    • Consumer Secret — this is your Client Secret
Save both values securely. You’ll need them when configuring the integration in Serval.

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Serval Configuration

  1. In Serval, navigate to Apps → Available → Salesforce → Connect
  2. Enter the following information:
    FieldDescription
    Instance DomainYour Salesforce instance domain (e.g., mycompany.my.salesforce.com) — without https://
    Client IDThe Consumer Key from your Salesforce Connected App
    Client SecretThe Consumer Secret from your Salesforce Connected App
  3. Click Save
You should now be able to build workflows that leverage Salesforce APIs, such as querying accounts, managing cases, or updating contacts.
Need help? Contact support@serval.com for assistance with your Salesforce integration.